In this Quick Reference Guide we will explain the workflow for scheduling Virtual Visits in Practice Management.
This Quick Reference Guide assumes that the user has a basic understanding of how to schedule appointments in PM.
How to handle Virtual Visit Calls
Whether a patient calls or the providers office calls the patient to schedule an appointment. The following procedures should be followed when doing so:
- Front office staff should handle all calls per established protocol. (See Virtual Visits Script for details)
- Inquire if Translation is needed. (Communicate with back office to ensure translation is available for visit)
How to Create Virtual Visits in PM
After accessing the Add Appointment Book:
- Click the Norton button to access the Update Patient Information screen.
- Select the Lookup option.
In the People Lookup window:
- Enter Search Criteria for patient being scheduled.
- Click Find.
- Select patient in the Matching Records window.
- Click Open.
Using the patient's cell phone and email address. The Lifesize application sends the patient's appointment information along with a link to the Virtual Visit via text message and email.
In the Update Patient Information window:
- Verify that the patient's correct Email Address and Cell Phone number are recorded in the patient's Contact Information list.
- Click OK.
Event/Event Chain
In the Event/Event Chain section of the Add Appointment book. Choose one of the following:
- Virtual Visit-Video - Used if patient is being seen using the Lifesize application.
- Virtual Visit-Other - Used if patient is being seen using any other platform other than Lifesize.
- TeleMed With Reminder - Used for telephone visits.
Document appointment details, then click OK.
Use the VV - Alternate Cell Phone field to document an alternative cell number for the meeting link to be sent to.
For Virtual Visit - Video visits - NextGen generates a meeting link and Well sends a text to the patient prior to the patients appointment.
For Same Day appointments - the link will be generated within 10 minutes of the appointments creation. (See Image Below)
How to Access Virtual Visit information in EHR
Lifesize provides upcoming Virtual Visit information for both the Provider and Patient in the EHR application. To view this information information:
- Click the Virtual Visit link located on the Patient Information Bar.
In the Virtual Visits window:
- Select the desired appointment from the grid.
The Lifesize link for both the Provider and Patient appear in the designated fields above. (See image below)
When necessary, the Provider and Patient links can be copied and pasted.
Day Prior to Appointment
The following steps should be taken the Day Prior to a patients Virtual Visit Appointment:
-
Contact patient or contact to verify meeting link was received.
- If not received - resend to patient/contact.
- Link can be copied from the PM or EHR location.
- Connect patient and troubleshoot as necessary.
- Enroll Patient in Patient Portal.
-
Review day of appointment checklist to include:
- Consent
- Medication list and/or medication bottles
- Vital sign capabilities:
- Scale
- BP machine
- Thermometer
- Pulse Ox
- Inform patient/contact that office staff will contact them 10-15 minutes prior to appointment time to ensure connected and ready for provider.
- Notify the patient that the front office will call the day of appointment to collect co-pay.
- Inform patient/contact of co-pay amount.
- Explain to them that the Credit Card# and expiration date will be needed to process payment.
Day of Appointment - Front Office
On the Day of Appointment. The Front Office staff should do the following:
- Call and collect co-pay for visit.
- Inform patient that receipt will be sent via Patient Portal.
Day of Appointment - Back Office
On the Day of Appointment. The Back Office staff will be responsible for the following:
- Log into NextGen EHR and pull up patient 15 minutes prior to scheduled appointment time.
- Open Intake - select visit type:
- Copy Meeting Link from EHR (See Image Below)
4. Paste Link into Chrome Browser.
5. Log into the Well application and perform the following steps:
- Choose patient via phone number or patient name.
- Paste Lifesize Patient Link into the Well application and send to patient.
Answer Covid-19 related? Question
To answer the Covid-19 related? question:
- Minimize Lifesize and then perform the following:
- Access patient's chart in NextGen.
- Along with following your normal documentation process:
- Answer the Covide-19 related? question.
Documenting Verbal Consent
For Telemed/Virtual visits. Obtain and document the patient's verbal consent, by clicking the Verbal consent given for Telehealth check box.
Consent will appear on Generated Note document. (See Image Below)
Continue with routine Intake of patient
- Documenting Reason for visit.
- Review patients Medications.
- Review patients Medication Allergies.
- Social/TB/Functional Assessment/Screening Summary.
- Advanced Directive.
- SHA if required.
At the completion of Intake:
- Thank the patient for their time.
- Advise the patient that the provider will be right with them.
Adding Participants to the Visit
To add the provider or a participant to the meeting:
- Minimize NextGen.
- Go to the Lifesize screen to select the people icon.
Click the Add a Participant button.
Type the Providers name into the Add a Participant field.
After selecting the provider. Click the Call button.
Exiting the Meeting
Once the provider has entered the meeting. It is then ok to exit the meeting from your side. To exit the meeting:
- Click the downward facing handset icon.
Be sure to select Leave Meeting and not the End Meeting option. The End Meeting option will cancel the entire meeting.